Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Centercode

OCTOBER 28, 2020

A new study revealed that organizations leveraging Centercode saw a 646% return on investment (ROI) from customer testing over three years. Research and subsequent financial analysis revealed the following benefits to organizations: Reduced time to complete product evaluation studies with over $620K in labor cost-savings.

Return on Investment 69

Return on Investment ROI B2C Study 69

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. There are various elements to take into consideration when trying to work out the ROI of a conversational bot.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

Kustomer

AUGUST 3, 2021

Study Further Finds That Centralizing CX Operations And Use of Automation and Intelligence Provides Measurable Value To Brands. These findings, coupled with our recent Business Intelligence Group’s Artificial Intelligence Excellence award, show that our investment in AI translates into meaningful gains for businesses and customers alike.”.

Study 96

Study ROI Net Promoter Score CRM 96

DemandJump

MARCH 28, 2023

You’ve written a ton of educational and engaging blogs, white papers, case studies, and more. You’ve got to determine your content marketing return on investment (ROI). You’ve developed graphics, infographics, and maybe even some videos to go along with your written content. How can you tell if they’re worth the costs?

ROI 105

ROI Marketing Return on Investment Infographics 105

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Centercode

OCTOBER 28, 2020

A new study revealed that organizations leveraging Centercode saw a 646% return on investment (ROI) from customer testing over three years. While investing in marketing research, quality testing, user experience, and […]

Return on Investment 52

Return on Investment ROI User Experience Study 52

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Calculating the ROI of CX is often measured as a ratio between net profit over a set period and the cost of the initial or recurring investment. A high ROI ratio is what companies look for. What is Customer Experience?

ROI 98

ROI Customer Experience How To Effort Score 98

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. The Three Areas of ROI. What is the return on the investment of customer experience? Let’s break down the ways customer experience not only is worth the investment, but absolutely necessary!

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Comm100

JANUARY 11, 2023

Best of all, bringing all these benefits to a customer service environment comes with significant return on investment. According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Lower service costs and substantial ROI.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. .

ROI 98

ROI Effort Score e-support Metrics 98

InMoment XI

AUGUST 13, 2024

To get a sense of how solutions platforms perform, read reviews, case studies or third-party reports such as Forrester Wave for text analytics. Evaluate Costs and ROI Understanding the costs associated with conversation intelligence software is crucial for making an informed purchase decision.

Software 195

Software Social Media Analytics Return on Investment 195

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Most organizations struggle proving ROI with their CX programs.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI).

Trends 191

Trends Net Promoter Score Effort Score ROI 191

InMoment XI

FEBRUARY 23, 2024

Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences. Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI).

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

NICE inContact

FEBRUARY 28, 2018

Quantifying benefits of investment in customer experience technologies is a very involved process. Here are some key take aways from the study. NICE inContact CXone showed a rapid payback in just over 3 months with a 323% ROI and NPV of $19.8M. Delivered a three-year total benefit of $25.9M

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

Zeisler Consulting

JULY 21, 2020

I have written previously a couple times about return on investment for CX. Again, there’s no silver bullet, but the broad general strokes of the ROI for CX fall really into two categories, as far as I can see: First, there’s the savings that go along with improving the efficiency and effectiveness of your internal processes.

ROI 72

ROI Return on Investment Study NPS 72

QuestionPro Audience

JULY 26, 2018

It’s a trap to create without some benchmarks or a return-on-investment (ROI). Even the most off-the-wall, imaginative radio ads have a serious ROI that can be keenly measured. Yes, ole Leonardo had very tangible goals. . It doesn’t matter how beautiful the website or email banner might be.

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Calabrio

APRIL 11, 2025

With the best approach to training, the return on investment can be significant, to say the least. Measuring Training Effectiveness & Ensuring Continuous Improvement Investing time and resources into training is only worthwhile if it yields results. A stagnant plan quickly becomes outdated. Schedule periodic reviews (e.g.,

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Strativity

MARCH 17, 2020

Over the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task. Utilize these insights on ROI in customer experience to prove value and unlock budget.

ROI 52

ROI Report Customer Experience Return on Investment 52

QuestionPro Audience

JULY 21, 2022

A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. The types of studies that can be conducted in Research Insight Communities include: Advertising pre-test. Learn more about research communities and ignite the power of insights.

Data 195

Data How To Advertising Study 195

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. A study found that 78% of brands measure customer satisfaction, yet less than a quarter feel they gain the deep insights needed to truly transform their business. AI-driven thematic analysis can be instrumental in this shift.

ROI 62

ROI Net Promoter Score Return on Investment Analysis 62

Comm100

DECEMBER 14, 2017

Study , or check the results of the change. Measuring ROI on Customer Experience Projects. Without measuring return on investment, customer experience improvement projects will be too expensive for many companies. In order to measure ROI, you need to establish some metrics: Business Metrics. Do the change.

Customer Experience 334

Customer Experience Strategy How To Effort Score 334

Comm100

NOVEMBER 13, 2022

The efficiencies of live chat also mean a high return on investment (ROI) for the technology. Access our Live Chat ROI Calculator to learn how much your team can save by introducing live chat. . Chatbot ROI Calculator – Find out how much money your team could save with an AI Chatbot .

Tools 242

Tools Customer Service Tips Omni-Channel 242

Optimove

FEBRUARY 24, 2025

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Study – Dormant Player Segment A player who hasnt been active for one year becomes dormant and is segmented into this player group.

Effort Score 52

Effort Score Return on Investment ROI Resources 52

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots?

Chatbots 180

Chatbots Self Service ROI Contact Center 180

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Provide insights into the value proposition and ROI to communicate to customers who are at risk of churning. So, how does your CX team rise to the occasion?

Customer Success 139

Customer Success How To Return on Investment Customer Centricity 139

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Return on investment depends on gains after vs. gains before spending. And it reserves uninvited customers for participation in other studies this year, preventing burnout and increasing response rates.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

BlueOcean

MARCH 30, 2018

Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. Yes, ROI is found in tangible dollars, but we’re also talking about factors such as customer satisfaction, innovation, process improvement and more. We need to know that we’ll do an amazing job together. Best Total Value.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Playvox

JUNE 6, 2023

As a call center leader looking to sell an investment in WFM software to your CFO, you need to tie your business case and associated return on investment (ROI) to one or more strategic business priorities. Are there case studies , industry benchmarks, and other information to help fortify your business case?

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. Calculating the ROI of CX is usually measured as a ratio between net profit over a set period and the cost of the initial or recurring CX investment. Methods and Steps in Calculating the ROI. CX ROI Calculator.

ROI 52

ROI Customer Experience How To Customer Journeys 52

Beyond Philosophy

JULY 18, 2024

And Then There is Politics A study some time ago looked at the effect of Confirmation Bias regarding politics or social issues. In the study, participants rated their opinions about different topics on scales to determine how extreme their views were on them. Now, this finding is a good thing. Speak to Colin and find out more.

ROI 78

ROI Customer Experience Effort Score Customers 78

CloudCherry

JANUARY 21, 2020

According to annual studies of the VoC landscape by CX thought leader Bruce Temkin , most companies focus on collecting and analyzing VoC feedback. And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. . The bad news? Understand the Phases of VoC Maturity.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. Here’s how companies can boost their returns and lessen their risks. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. Here’s how companies can boost their returns and lessen their risks. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

BlueOcean

APRIL 18, 2017

Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. Yes, ROI is found in tangible dollars, but we’re also talking about factors such as customer satisfaction, innovation, process improvement and more. We need to know that we’ll do an amazing job together. Best Total Value.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180